Social Media in the Contact Center: Hype or Strategy?
It's been about two years since analysts and industry watchers fervently started writing about the use of social media in the contact center to provide customer service. The idea that a company can listen to the conversations that happen on social media sites, monitor what is being said about their company and their competitors, and cull actionable data from those feeds is very compelling, especially when interactions can be sent to an agent just like a customer phone call.